These reports deal with calls in and out of your system.
Note an important concept here is that there are 3 main types of Calls: Incoming, Outgoing and Queue Calls.
Incoming calls are all calls to an extension EXCEPT Queue Calls.
Outgoing calls are all the calls made by an extension, except Callbacks (customers who have been queuing and decide to leave a message which will hold it's position in the queue and will deliver when an agent becomes available), which are made by the Queue and so are treated as Queue Callback Calls.
Queue Calls are all calls to an Agent via a Queue.
